The following is a guest blog written by Kathy Juve, SVP, Global Marketing and Product Development at Convergys. Learn more about Convergys by visiting their website.
Among CX professionals, interest in personalizing customer experiences is always a hot topic, but companies often invest too much time and too many resources in things that don’t matter much to customers.
Why? Because most companies lack the necessary research data and analytic insights to know with certainty when personalization works, when it doesn’t, and how to make it have the biggest payoff.
To help contribute to the industry’s understanding of personalization in customer care, Convergys has surveyed over 3,000 customers across a variety of industries. The results have given us an accurate picture of the current state of personalization today, and clear answers to the questions of how customers want their service experiences to be tailored to them.
We share some of the key discoveries here.
Most Personalization Attempts Miss the Mark
In customer care, personalization should be about making attempts to establish an authentic, timely, and mutually beneficial connection with a customer based on what is known about their individual needs and preferences.
Our research shows that most companies are struggling to do this.
When we surveyed customers about their most recent phone interaction, for example, the most commonly identified personalization attempt (47%) was that the agent mentioned the customer’s name. Unfortunately, we found that mentioning a customer’s name ranks near the very bottom in terms of importance to the customer.
So, how do you deliver personalization in ways that matter the most to customers? Our research points out that it’s not simply a matter of training the right agent behaviors or supporting agents with the right technology, but rather a strategic blending of the two.
Here are the top four components of both agent-owned and technology-enabled personalization factors, according to customers: Continue reading